Customer Relationship Management -Team Leader

Job Description

Team Leader JD Responsibilities • Analyze call center data to generate valuable insights to predict customer trends. • Track key quality assurance metrics for improvement strategies. • Monitor KPIs, track quality metrics and provide regular analytics reports to upper management. • Make recommendations on process and policy improvements from reports. • Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations. • Develop and improve knowledge of products and knowledge of call center performance and functional requirements. • Tech-driven solution that will enhance customer experience and reduce manual efforts from the human • System platform creation to view the information that can be communicated to the customers to avoid the errors and bring the uniformity of information across the LOB. Customer Service/Satisfaction Responsibilities • Review agents conversations across all contact touch points to measure teams performance and track customer support quality. • Contribute to call calibration sessions to evaluate agent performance. • Identify lapses in agents performance and provide constructive feedback for improvement. • Engage in customer listening to identify customer pain points and expectations. • Drive the implementation of improved customer engagement strategies to increase agents’ efficiency. • Serve as an intermediary for escalations from agents and customers. • Ensures communication is effectively delivered and appropriately addresses all customer concerns. Operational/Business Process Responsibilities • Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support. • Identify process improvement opportunities to update SOPs. • Implement and ensure compliance with the company’s policies on customer service quality. • Report support teams’ performance to supervisors and maintain monthly performance logs. • Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies. • Provide recommendations to HR on the employment of call center agents. • Support recruiting and onboarding processes as appropriate. Interested candidates can share their CVs with varsha.kumari@mediassist.in